Help Desk Manager jobs in Michigan

About Us:

LTIMindtree is a global technology consulting and digital solutions company that enables enterprises across industries to reimagine business models, accelerate innovation, and maximize growth by harnessing digital technologies. As a digital transformation partner to more than 700 clients, LTIMindtree brings extensive domain and technology expertise to help drive superior competitive differentiation, customer experiences, and business outcomes in a converging world. Powered by nearly 90,000 talented and entrepreneurial professionals across more than 30 countries, LTIMindtree — a Larsen & Toubro Group company — combines the industry-acclaimed strengths of erstwhile Larsen and Toubro Infotech and Mindtree in solving the most complex business challenges and delivering transformation at scale. For more information, please visit www.ltimindtree.com

Job Title: Help Desk Manager

Work Location: Battle Creek, MI

Helpdesk Coordinator /Customer Rel Lead

• Must have experience support retails stores

• Must have experience supporting POS environments

• Monitor day to day service desk operations.

• Monitor ticket queues and ensure tickets are being followed up on per client and agreements.

• Monitor agent ACD skills and adjust as needed throughout the day to ensure SLAs are being met.

• Coordinate teammate training with the Client Support Specialists to ensure full coverage for clients during all scheduled coverage hours.

• Monitor, review & publish daily reports.

• Monitor agent performance.

• Monitor, track & improve key metrics such as ASA, AHT, Agent Utilization, Abandoned Calls, FCR, FLR etc.

• Monitor calls for all assigned agents to ensure standards are being met.

• Monitor tickets for all assigned clients to ensure accuracy and quality.

• Work with all assigned agents to ensure individual KPI goals are being met.

• Aid in identifying scheduling gaps or areas of improvement.

• Keep the company agent schedule up to date with all schedule changes and PTO requests

• Work in an omnichannel ServiceDesk to provide a seamless experience across all channels including ITSM, Email, Chat and Phone

• Exceptional analytical and problem-solving skills.

• Advanced collaboration, communication, and interpersonal skills.

• Excellent organizational and time management skills

• 4-8 years of relevant experience

Benefits/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):

Benefits and Perks:

Comprehensive Medical Plan Covering Medical, Dental, Vision

Short Term and Long-Term Disability Coverage

401(k) Plan with Company match

Life Insurance

Vacation Time, Sick Leave, Paid Holidays

Paid Paternity and Maternity Leave

The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job-related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.

Disclaimer: The compensation and benefits information provided herein is accurate as of the date of this posting.

LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Our employment decisions are made without regard to race, colour, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family-care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law.

Safe return to office: In order to comply with LTIMindtree’ s company COVID-19 vaccine mandate, candidates must be able to provide proof of full vaccination against COVID-19 before or by the date of hire. Alternatively, one may submit a request for reasonable accommodation from LTIMindtree’s COVID-19 vaccination mandate for approval, in accordance with applicable state and federal law, by the date of hire. Any request is subject to review through LTIMindtree’s applicable processes.